What many online retailers overlook is to ensure content and information are allowed to consumers in the most convenient ways. Business owners who are unable to do so may end up losing many potential sales opportunities.

This article will highlight the top 5 communication areas that online retailers should focus on and how popular software mentioned below are helping them:

1. Respond via inbound call support

With multiple online retail brands offering all-in-one shopping solution, consumers won’t stick to a site for long if they are not getting what they want.

This is where communication software can give you a chance to hold back those potential customers by answering their questions in minutes.

​This software helps retail business owners to immediately communicate with online shoppers who are lost while browsing their site. Allowing a combination of VoIP (audio and video), retailers can offer assistance to customers with concerns directly from their website via Vivocha console.

Vivocha’s mobile SDK also allows retailers to interact with mobile shoppers via chat or call support to ensure assistance can be offered to them at their own convenient time and place they need it.

How does it help online shoppers?With an instant access to contact the brand, online shoppers may not mind sticking to the site that allows assistance with relevant products and content information from the website itself.

How does it help online retailers?Allowing online shoppers to immediately connect with a direct voice can increase brand awareness, as well as, save time and increase the numbers of resolved queries.2. Assist via Real-time Chat support

Consumers don't like to struggle for long in finding information and content to make purchase decisions online. And, unable to offer immediate assistance to such customers will automatically increase bounce rate for your online retail business.

Integrating a live chat support tool in your selling website will encourage online shoppers directly ping you, instead of switching over pages to find the information they are looking for.

This software will act a real-time support service, allowing online shoppers an opportunity to immediately start a conversation.

Offering an ability to get in touch with online shoppers via your website, this communication software automatically triggers a popup chat window to prompt all those customers struggling with your site.

How does it help online shoppers?Allowing online customers to gain access to products or information in real-time, will help them make smarter online decisions and purchases whenever shopping from your brand.

How does it help online retailers?Having an ability to instantly connect with lost customers in the early minutes of their browsing will help retailers retain many online shoppers and encourage them to complete their incomplete actions and purchases.

3. Offer Help Desk service support

Consumers who will land in your online store will have many questions in their mind while making purchases that can include, shipping details, and returns. Unable to get answers to any of their questions can encourage them to immediately exit your site and automatically creates a bad impression about the brand in their minds.

Offering access to all that information that are required for making purchases can help online shoppers when in doubt, instead of having to depend on messages, calls, or even, emails.

​This software allows online retailers to offer an interactive knowledge-base, making it easy and quick for shoppers to spot answers to their questions from within the website.

Apart from focusing content on frequently asked questions by online shoppers, retailers can allow access to product usage via tutorials, technical documentations and much more.How does it help online shoppers?Being able to look-up for required information from within the website will not only allow online shoppers to make informed decisions but also, saves them time and effort when shopping online.How does it help online retailers?With an ability to offer online shoppers a self-assisted documentations- apart from offering a great customer experience, online retailers can also reduce the amount of customer query tickets.

4. Connect with customers on social media

Social media being one of the most preferred platforms for consumers to get responses from brands, unable to assist any of their concerns will have a negative impact on your online selling business.

Whether you have a single or multiple social business accounts, having ability to communicate with consumers in the quickest ways will spread a unique trust for your brand in the online world.

Considering a potential for high engagement on social media between brands and consumers, this software allows online retailers quickly connect with online shoppers across multiple social networking sites.

Also, allowing an ability to bring all your social conversations and data at one place, Zendesk makes it easy to offer personalized solutions as per the customer’s requirements.

How does it benefit online shoppers?Considering social media sites like Facebook, Twitter to be one of the most used communication channels, such software infuses a blend of fun and trust among social networkers when they interact with an online brand.

How does it benefit online retailers?Without the hassle of logging into multiple social media accounts, retailers can get an ability to sync all their social media conversation in centralized system and offer personalized solutions, always.

5. Send emails for incomplete actions

First-time consumers who will land in your online retail store may not take action and leave your site for one of your competitors. The reasons may be due lack of information available on your website, or even, on your product purchase checkout page.

Unable to keep a track on consumer’s browsing behaviour, you are automatically losing potential customers who have already shown interest in your online brand.

Known for triggering consumers back to your online site, this software allows online retailers to convert lost sales opportunities that have knocked your door.

Vero allows online retailers to send Drip campaigns, allowing them to target right consumers with the right information and encourage them to take actions, instantly.How does it benefit online shoppers?Having a doubt with their online purchase decisions, being educated with the relevant information may make it easy for them to complete their actions.

How does it benefit online retailers?Being able to focus on potential customer’s preferences and choices, online retailers can get a chance to increase sales opportunities with less of marketing efforts.Wrapping upNow that you know how effective can communication software is, your business growth will depend on how soon you apply them to your online retail store!